Rhys Davis from Armstrong Watson shares his story of how PDW helped him with his professional development goals, and gives some great tips on how you can start your own journey towards self-improvement!
Customer Relationship Management Training
Game changing customer management training for all customer facing roles.
Customer Management Training
We adopt a unique practice and feedback-based approach with the use of high-quality filming of simulated scenarios to drive self-awareness and develop new behaviours.
It’s our experience that customer advocacy is a critical factor in customer behaviour. It affects how likely customers are to buy, to pay higher prices and to keep buying from any supplier. Anyone in business who manages or deals with customers in whatever capacity should be ‘customer-centric’ in this regard.
Similarly, highly skilled customer handlers can balance ‘customer satisfaction’ delivery with a sustained financial performance.
There are many roles in business that are customer facing. Senior roles may be ultimately accountable for the overall customer relationship, and with this may come the responsibility for revenues & profits. Others may work with customers, and be responsible for task delivery.
So whatever roles you have in your business, ensuring you have the people with the capability, confidence and motivation to balance high customer advocacy with an impressive financial performance will be key to success.
So how does our customer management training help the various customer situations?
We work with our delegates to transform their skills & behaviours to build and maintain better customer relationships. This helps them to properly understand what their customers value, and to then over deliver on these promises.
Our customer management training helps customer-facing people to develop their confidence and influencing capability. This means they can ‘hold their own’ in challenging customer situations, such as negotiating contractual terms or dealing with issues. We can also help them to be better financial managers, strategic thinkers and be more efficient.
Our delegates are often territory managers, national accounts teams, sales professionals and customer service teams spanning many different industries. We work with both new and highly experienced customer managers, challenging them to develop powerful customer facing behaviours & habits.
In short, we help our clients and delegates to grow their customer revenues and maximise commercial returns, whilst improving product/service delivery and creating customer advocates.
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- We help to create, define, and develop strategies to improve the performance of people, teams, and organizations.
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What We Transform in Our Delegates
Customer management focus areas for learning are completely bespoke and are personalised to each group and individual.
Below is an illustrative list of the behaviour and skill areas that a customer management workshop or programme would seek to transform for all delegates.
Your delegates may be looking to transform one, two or all of these areas. So whatever the need of your organisation and each of your delegates, we have the right customer management training solution.
- Self-awareness of own behavioural ‘defaults’ and drivers. Understanding how these may be helping or hindering personal customer management performance
- Properly structuring customer and new prospect meetings
- Managing multiple customer contacts and making compelling and relevant proposals
- Understanding your customer…properly
- Overcoming objections, concerns and challenges effectively including those related to price
- Essential techniques for negotiating the terms of an agreement
- Closing the deal and ensuring agreed actions happen
- Improving commercial and strategic thinking
Testimonial
We're proud to have provided leadership training & development to some fantastic clients
Our Unique Approach to Transforming Customer Management Skills
The customer management training approach we use to transform customer management capability and confidence is unique and highly effective. It is unlike any other solution available in the market.
It uses no slides, no large book of notes, and no lecture style.
Take a look at our video or click on the’want to know how it works?’ button to help you to bring our proposition to life.
We have broken the mould with this type of leadership development. All our research and experience tells us that when it comes to behavioural change and skills improvements in adults, most training doesn’t work!
Learn more about Customer Relationship Management Training
Other ways we can help you...
People Assessment
Commercial, financial & business acumen training
Customer Feedback Surveys
I often hear myself say “Great opportunity to use your PDW skills” – or, in shorthand, just “PDW!” This has been the most effective training I have done in my career – and to call it training downplays it.
Particularly good feedback from the team on all the practise sessions as this really brings the theory to life – and a great team helping to do that.
Good structure, very well facilitated and the combination of project and personal skills training meant that it was easy to see how the personal skills could be practically applied.
I often hear myself say “Great opportunity to use your PDW skills” – or, in shorthand, just “PDW!” This has been the most effective training I have done in my career – and to call it training downplays it.
Particularly good feedback from the team on all the practise sessions as this really brings the theory to life – and a great team helping to do that.
Good structure, very well facilitated and the combination of project and personal skills training meant that it was easy to see how the personal skills could be practically applied.
Download Our Free Guide: Putting Customer Understanding Into Practice
Improve customer satisfaction by demonstrating your understanding of customers. Find out more by downloading our guide.
Noble Events What’s It Really Like ToWork With PDW?
We know that reading about PDW isn’t the same as seeing the impact our training has on your team, or taking part in a session, yourself. To help you get a feel for what’s really involved, and better understand how our approach could benefit your business, we’re talking to Sarah Cox, an MD who’s already taken the positive step of working with PDW.
Rhys’ Story How PDW Behavioural Training Has Helped My Professional Development
Success Story A Prestigious Accountancy Firm Endorses Leadership Development From PDW
PDW Group specialises in developing new behaviours and habits for professionals via unique business training courses that allow them to prepare for new responsibilities, or to perform better in their current role. In this blog post, we look closely at how PDW’s training helped a top accountancy firm to transform the way they work.
Success Story Endorsement from Richard Bugler - Albert Goodman
At PDW we recently had the honour of receiving this glowing testimonial from Richard of Albert Goodman. He explains below how his partners thoroughly invested in our leadership development training and reaped the numerous rewards. Read on to find out more, in Richard’s own words…
Success Story What Coaching Did For Me
Coaching can significantly help your day-to-day work and have a positive impact on how you operate.
We talked to Sandra about her journey with PDW Group and her realisation of why coaching was the next step for her.
Coaching enabled Sandra to see some of the specific blockers that were preventing her from being the type of partner she wanted to be how it lead her to be a happier person.
Testimonial Fisher German
Fisher German’s partner of the future needed a more innovative and robust approach in order to be different. They wanted their partners to be suited for partnership. This means having the right skills and leadership ability, both internally and externally.
Testimonial Openfield
As a leading agribusiness, Openfield are one of Britain’s most successful and enduring cooperatives, committed to putting their members’ needs first.
Openfield are realising their vision to be an integral part of their farmers’ and customers’ businesses, building unique relationships that create value.
Testimonial Robson Laidler
Robson Laidler are a leading accountancy firm in Newcastle – upon- Tyne. They approached PDW Group to develop the leadership ability within the senior teams in the firm to improve overall performance and employee engagement.
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